Procedure for complaints handling, including a redress mechanism that is approved by the RICS Regulatory Board.
If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint.
1. We have appointed the following person to initially look at your complaint and decide who within the Firm will be dealing with it. If you have any questions, or if you would like to make a complaint, please don’t hesitate to contact :-
Mrs. M. Barley (Practice Manager)
Jackson, Green & Preston
Estate Agents and Chartered Surveyors
19 West St. Mary’s Gate
North East Lincolnshire
Telephone: (01472) 311113
2. If you have initially made your complaint verbally – whether face to face or over the phone – please also make it in writing, addressed to Mrs. M. Barley. This is to ensure that we fully understand exactly what your complaint is and have a written record of it. Mrs. Barley will look at your complaint and decide who in the Firm will respond. Mrs. Barley will aim to acknowledge your complaint and inform you who in the Firm has been appointed to deal with it, within seven days.
3. The first stage of our complaints handling procedure will involve full consideration of your complaint. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of the investigation into your complaint, the matter will conclude. We will acknowledge your complaint within seven day of receiving it and provide you with a full response, or if that is not possible, an update on what is happening with your complaint within 28 days.
When we have finalised all the investigations and we still cannot agree on how to resolve the complaint, then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure, which involves provision for you to take your case to an independent third party redress mechanism should you wish to do so.
We will confirm our decision in writing using the letter on the following page.
STAGE TWO LETTER
Re: Complaint Regarding .................................
Further to your recent complaint date the ........................... we write to inform you that we are sorry that we have been unable to resolve this matter. Regrettably, we now have exhausted our complaints handling procedure in relation to our internal considerations of your complaint and reached deadlock. This then constitutes Jackson, Green and Preston’s final position.
We realise that you may wish to pursue your complaint further and the final stage of our complaints handling procedure involves the provision for you to take your case to an independent third party mechanism should you wish to do so. This is detailed below:-
CONSUMER COMPLAINTS FOR RESIDENTIAL SALES AND LETTINGS
Property Redress Scheme
Tel:0333 321 9418
CONSUMER COMPLAINTS FOR SURVEYING ACTIVITIES
Centre for Effective Dispute Resolution
International Dispute Resolution Centre
70 Fleet Street
Tel: 020 7536 6000
Fax: 020 7536 6001
RICS Dispute Resolution Service (DRS)
Tel: 0207 334 3806
Fax: 0207 334 3802